Zendesk Suite
ZendeskReviews from AWS customer
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A Flexible tool
What do you like best about the product?
Integrated channel support. The ability to have customers interact seamlessly via chat, email and voice & knowledge articles. With customizable ticketing fields and automation options, I can easily categorize and prioritize tickets, ensuring that no customer query goes unanswered.
What do you dislike about the product?
The customer service for Zendesk itself is not that great. They should be looking into complaints and issues more efficiently.
What problems is the product solving and how is that benefiting you?
It is an integrated platform, which is secured and reliable.
We can check out the history of the ticket and can create and search for relevant KBs directly in the ticket panel only
Calculating the workforce and doing calls & chats is just perfect.
It reduces the effort as well the productivity.
We can check out the history of the ticket and can create and search for relevant KBs directly in the ticket panel only
Calculating the workforce and doing calls & chats is just perfect.
It reduces the effort as well the productivity.
Wonderful platform to manage customer interactions
What do you like best about the product?
One platform which brings multiple channels together such as Email, chat, voice, ticketing, macros and analytics together. Users/agents can manage conversations without switching tools. Easy to impement and it can help us automate the repetative tasks with ease.
What do you dislike about the product?
It needs a regular updates, configuration and monitoring to stay effective.
What problems is the product solving and how is that benefiting you?
It helps me to bring multiple channels together such as email, chat, voice etc. It also provides real time dashboards and custom reports which helps in taking a business decision.
Beautiful and Seemless UI
What do you like best about the product?
Customer Support Chat bot with AI agent. The easy of use and UX flow and integrations.
What do you dislike about the product?
Nothing specific , just some AI responses.
What problems is the product solving and how is that benefiting you?
Customer Queries
I recommend Zendesk, still it can be even better
What do you like best about the product?
You can find information easily, you can open several tabs, you can sort your stuff in a custom way. It has a lot of option to create forms . Escalations are easy
What do you dislike about the product?
The ticket status, only 3, on hold, open, and pending. I wish I had another 1 or 2, so I can prioritize my tasks
What problems is the product solving and how is that benefiting you?
It helps me to check previous tickets easily. It helps me to use widgets to get automated responses and check my schedule, all this helps me to save time.
Ease of Use and User Friendly
What do you like best about the product?
Ticket creation, tracking, and response workflows are streamlined and organized. Features like quick ticket updates and internal notes facilitate collaboration and clarity within support teams.
Built-in tools like macros, triggers, and AI-powered responses automate repetitive tasks, proactively address customer needs, and increase productivity
Built-in tools like macros, triggers, and AI-powered responses automate repetitive tasks, proactively address customer needs, and increase productivity
What do you dislike about the product?
While the interface is modern, fully utilizing workflows, automations, and customizations often requires significant onboarding and technical expertise. New users, especially those unfamiliar with support platforms, may need extensive training, adding to implementation time and costs.
The built-in analytics can be confusing to configure, and lower-tier plans typically lack advanced reporting tools or the ability to export ticket data easily. This restricts data-driven performance tracking unless users connect external BI systems or upgrade their plans.
The built-in analytics can be confusing to configure, and lower-tier plans typically lack advanced reporting tools or the ability to export ticket data easily. This restricts data-driven performance tracking unless users connect external BI systems or upgrade their plans.
What problems is the product solving and how is that benefiting you?
Ease of Use
Efficient Customer Service Platform
What do you like best about the product?
Zendesk allows businesses to consolidate customer support requests from different channels (email, chat, phone, social media) into a single, manageable system.
This helps agents track the status of each inquiry, ensuring no issue goes unresolved.
This helps agents track the status of each inquiry, ensuring no issue goes unresolved.
What do you dislike about the product?
Some users find the user interface and chatbot setup to be clunky or difficult to navigate, and the admin center can be challenging to understand
What problems is the product solving and how is that benefiting you?
Great CRM with hardly any downtime! Once I figured out the additional ways to customize tickets it has proved to be a really useful program.
Simplified Customer Support with Zendesk – A Lifesaver!
What do you like best about the product?
What I like best about Zendesk Support Suite is how everything is designed to make support work smoother and efficient, especially for someone like me who uses it daily. The interface is very user-friendly — even when I was new to it, I could easily navigate between tickets, chats, and customer history without much training.
The implementation on our team’s side was pretty seamless too. I wasn’t personally in charge of the setup, but from what I observed, everything was up and running quickly with minimal technical issues.
I also appreciate Zendesk’s customer support. Whenever we ran into issues or needed help customizing something, their support team responded quickly and their knowledge base was genuinely helpful.
I use Zendesk throughout my entire shift — it’s basically the heart of our support system. It has tons of features like macros, automated triggers, and custom views that save me a lot of time and reduce repetitive tasks.
And the best part? It integrates well with other tools we use like our CRM and Slack. That helps everything stay connected and avoids the need to keep switching between platforms.
So overall, what I like most is how Zendesk brings everything together — it’s powerful, flexible, and still easy to use.
The implementation on our team’s side was pretty seamless too. I wasn’t personally in charge of the setup, but from what I observed, everything was up and running quickly with minimal technical issues.
I also appreciate Zendesk’s customer support. Whenever we ran into issues or needed help customizing something, their support team responded quickly and their knowledge base was genuinely helpful.
I use Zendesk throughout my entire shift — it’s basically the heart of our support system. It has tons of features like macros, automated triggers, and custom views that save me a lot of time and reduce repetitive tasks.
And the best part? It integrates well with other tools we use like our CRM and Slack. That helps everything stay connected and avoids the need to keep switching between platforms.
So overall, what I like most is how Zendesk brings everything together — it’s powerful, flexible, and still easy to use.
What do you dislike about the product?
What I dislike about Zendesk Support Suite is that some of the customization options, especially around reporting and analytics, can be a bit complicated to figure out at first. It sometimes takes a lot of clicking around to generate the exact report I need, and it’s not always very intuitive unless you’ve spent time learning it.
Also, the mobile app could be improved. It’s fine for quick replies, but managing tickets in bulk or accessing detailed ticket histories is a bit clunky on mobile.
Lastly, pricing can be a little high for smaller teams or startups, especially when you start needing more advanced features.
That said, these aren’t dealbreakers – just areas that I think Zendesk could work on to make an already great tool even better.
Also, the mobile app could be improved. It’s fine for quick replies, but managing tickets in bulk or accessing detailed ticket histories is a bit clunky on mobile.
Lastly, pricing can be a little high for smaller teams or startups, especially when you start needing more advanced features.
That said, these aren’t dealbreakers – just areas that I think Zendesk could work on to make an already great tool even better.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has helped solve one of the biggest challenges in customer service — staying organized while managing high volumes of customer queries across different channels.
Before Zendesk, it was hard to track conversations, especially when customers would contact us via email, chat, or even social media. With Zendesk, everything comes into one platform, and each interaction is converted into a ticket that can be tracked, assigned, and followed up — nothing gets lost anymore.
Another problem it solved is response time. With the help of macros, triggers, and canned responses, I can now reply to repetitive questions faster and more consistently, which not only improves productivity but also gives customers quicker solutions.
It also helps in team collaboration — internal notes and ticket assignments make it easy for our team to stay on the same page, even across shifts.
Reporting and analytics, while a bit complex at first, have been useful for identifying trends and spotting areas for improvement in our support process.
Overall, Zendesk has helped us streamline communication, reduce response times, and improve the overall customer experience — and for me personally, it’s reduced a lot of the manual work and stress.
Before Zendesk, it was hard to track conversations, especially when customers would contact us via email, chat, or even social media. With Zendesk, everything comes into one platform, and each interaction is converted into a ticket that can be tracked, assigned, and followed up — nothing gets lost anymore.
Another problem it solved is response time. With the help of macros, triggers, and canned responses, I can now reply to repetitive questions faster and more consistently, which not only improves productivity but also gives customers quicker solutions.
It also helps in team collaboration — internal notes and ticket assignments make it easy for our team to stay on the same page, even across shifts.
Reporting and analytics, while a bit complex at first, have been useful for identifying trends and spotting areas for improvement in our support process.
Overall, Zendesk has helped us streamline communication, reduce response times, and improve the overall customer experience — and for me personally, it’s reduced a lot of the manual work and stress.
Zendesk is smooth, easy and user-friendly
What do you like best about the product?
From its user-interface, simplicity and features, zendesk offers a seamless experience.
What do you dislike about the product?
Although there’s nothing to dislike but the notification bell could see some changes
What problems is the product solving and how is that benefiting you?
We’re creating landing page for quick sales and using zendesk chat support system to talk to potential leads for immediate conversions without having the lead to go on call with us.
Robust Support Platform with Excellent Ticketing & Automation
What do you like best about the product?
Zendesk makes it incredibly easy to manage large volumes of support tickets with smart automation, macros, and SLA rules. Its omnichannel support (email, chat, social, and phone) ensures our team never misses a customer message. The UI is clean and easy to navigate, even for new agents. Integration with tools like Slack, Salesforce, and Jira is also seamless.
What do you dislike about the product?
Some of the advanced features are locked behind higher-tier plans, which can be expensive for smaller teams. Reporting dashboards could be more flexible, and there’s a bit of a learning curve when customizing triggers and automations initially.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us centralize all customer communication across email, live chat, and social media into one unified platform. This has significantly reduced our response times and improved our ability to track, prioritize, and resolve tickets efficiently. With automation rules, we’ve minimized manual tasks, which frees up our agents to focus more on complex customer issues. The knowledge base and self-service options have also reduced the volume of repetitive queries, ultimately improving customer satisfaction and reducing support workload.
Super helpful at solving my problems!!
What do you like best about the product?
I like that I can explain what happened in my end, and most of the time, they know just what to do without having to waste a lot of time on communication that is redundant.
What do you dislike about the product?
Nothing so far - I have only had good experiences with these guys!
What problems is the product solving and how is that benefiting you?
Usually when I contact them, it's because I have had an issue with a survey, or something similar, and need technical direction on how to complete action.
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